Quality Analyst

Policybazaar; Mumbai Suburban; On-site; INR 300,000 - 520,000; Full time

Job summary

Policybazaar is hiring a Quality Analyst to monitor inbound and outbound customer interactions, conduct call audits, and provide structured feedback to agents. You will ensure adherence to quality standards and support calibration sessions.

Responsibilities include preparing quality reports, identifying gaps, and recommending process improvements to enhance customer experience. Strong analytical skills and MS Office proficiency are essential.

Qualifications

• 1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations.
• Hands-on experience in call monitoring, auditing, and calibration.
• Strong analytical skills and attention to detail.
• Excellent verbal and written communication skills.
• Good knowledge of QA methodologies and tools.
• Proficiency in MS Excel and Word.
• Regional language proficiency is mandatory.

Responsibilities

• Monitor and evaluate inbound & outbound customer interactions
• Conduct call audits and calibration sessions
• Provide structured feedback and coaching to agents
• Ensure adherence to quality, compliance, and process standards
• Prepare quality reports, scorecards, and performance analysis
• Identify performance gaps and recommend process improvements
• Drive quality initiatives to enhance customer experience

Skills

Call monitoring

Auditing & calibration

Analytical thinking

Verbal & written communication

MS Excel & Word

Education

Graduation preferred

Job description

Key Responsibilities:

• Monitor and evaluate inbound & outbound customer interactions
• Conduct call audits and calibration sessions
• Provide structured feedback and coaching to agents
• Ensure adherence to quality, compliance, and process standards
• Prepare quality reports, scorecards, and performance analysis
• Identify performance gaps and recommend process improvements
• Drive quality initiatives to enhance customer experience

Requirements:

• 1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations
• Hands-on experience in call monitoring, auditing, and calibration
• Strong analytical skills and attention to detail
• Excellent verbal and written communication skills
• Good knowledge of QA methodologies and tools
• Proficiency in MS Excel and Word
• Regional language proficiency is mandatory
• Graduation preferred